I wouldn't go so far as to say it was incorrect. I'd put on my Marketing hat and say:
"Dear Bob,
Upon reviewing your claim for ATM dispensing error, we determined that because the machine balanced as it should have, your withdrawal was dispensed. But we have also looked at your account history with us. You have banked here since XXX and not had claims like this in teh past. Because of your record with us, we value your business and have decided that we will pay your claim. Enclosed is a check/deposit ticket in the amount of $XXX.
We look forward to being your bank for the future."
_________________________
AndyZ CRCM
My opinions are not necessarily my employers.
R+R-R=R+R
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell